Larry Benz in PPS Impact Magazine
Managing an Adverse Experience by Ending on a High Note
Perspectives from Larry Benz, DPT, MBA
Written by Kristen Wilson, PT, DPT
Our patients experience many versions of customer service in their daily lives ranging from extraordinary to lackluster and, as a result, have become effective evaluators of quality, and demand more from their providers than ever before. Access to information regarding the caliber of service is easy, thanks to online reviews and comment boards, leaving the provider exposed to consumer opinion. In an environment where an isolated, negative impression could lead to a backlash of online criticism, how can the provider best manage an adverse customer experience to mitigate fallout?